Shipping policy

 

Welcome to DISTELLE's Shipping Policy,

At DISTELLE, we strive to provide fast and reliable shipping. Please take a moment to review our Expedition Policy, which details our shipping processes, delivery times, and related guidelines. 


1. Delivery Times

  • DISTELLE Handles Shipping: If DISTELLE is responsible for shipping, the estimated delivery date will be stated in your order confirmation email. We aim to deliver the order within 5-10 days after dispatch, though there may be delays beyond our control. In such cases, we will do our best to deliver as soon as possible, but we are not liable for any losses caused by delays.
  • Partner Handles Shipping: If the Partner is responsible for shipping, your order may be delivered directly by the Partner. Please note that your order might arrive in multiple deliveries at different times, and delivery times will vary based on the Partner’s availability and your location.

If you have any questions or concerns regarding your delivery, please do not hesitate to contact us either by chat or by email (support@distelle.net), we are here to help.

 

2. Delivery Attempt

If no one is available at your address to sign for your order, the delivery partner will leave you a note. You will need to contact them to arrange a new delivery.

 

3. Order and Delivery Notifications

DISTELLE offers users the option to receive notifications for order and delivery updates. Neither DISTELLE nor the carriers hold responsibility for delayed or undelivered notifications.

 

4. Optional Delivery Services

In some cases, our delivery partner may offer optional services for your convenience, such as:

  • Signature Release: Opting out of the requirement to sign for delivery.
  • Leaving with Neighbor, Reception, or Security: Redirecting the delivery to a neighbor, reception, or security.
  • Reschedule a New Delivery Date: Selecting a delivery date that suits you.
  • Redirecting to a Collection Point: Picking up your package from a nearby collection point.

By selecting any of these services, you acknowledge and agree that DISTELLE shall not be responsible for any loss or damage resulting from delivery under these options. For more details, refer to our Orders & Shipping page.

 

5. Returned to Origin (RTO)

If an order is returned to its origin (RTO) due to certain circumstances, no refunds will be issued, including shipping costs. These circumstances include, but are not limited to:

  • Failure to Provide Required Customs Documents: If the order is returned due to missing documents or incomplete paperwork.
  • Refusal to Pay Customs Duties: If the order is returned because customs duties were not paid by the recipient.
  • Unreachable Customer: If the order is returned due to an incorrect or undeliverable address, or if the recipient fails to claim the package.

In these cases, the product will be considered undelivered, and no refund or reimbursement will be provided.

 

6. Carriers Signature Services – Domestic and International

  • Signature Requests: For domestic shipments over 600 USD, UPS and FedEx require a Direct Signature for delivery.
  • Delivery Without Signature: You may opt for delivery without a signature. By choosing this option, you agree that DISTELLE shall not be held responsible for any loss or damage from this choice.
  • Photo ID Verification: Carriers may request photo ID for age verification before delivery, but this is at their discretion.
  • Delivery Confirmation: For domestic orders under 600 USD, no signature is required, but for shipments over this amount, UPS and FedEx will request a Direct Signature.

 

7. International Delivery

We ship to various international destinations, and delivery restrictions may apply. Please consult our Orders & Shipping page for more details. Note that your order may be subject to import duties and taxes upon reaching its destination. You are responsible for ensuring compliance with the laws of the destination country.

 

8. Returns and Cancellation

Please note that there are instances where the Partner may decline the return of a product. If the return is due to a defect, the Partner may offer either a full refund or a replacement of the product free of charge. The decision is at the discretion of the Partner.

If you would prefer a full refund rather than a replacement, or if you have any concerns or questions regarding a defective product, please contact our support team at support@distelle.net. We will work with you and the Partner to resolve the issue.

For made-to-order items, cancellations must be made within 24 hours of placing the order. After this time, once the Partner begins processing your order, cancellations are no longer possible.

In the event of a contract cancellation, you are required to explicitly inform us via email, providing your name, address, and order reference at the following address: support@distelle.net.

Should you cancel an order (or part of an order) during the cooling-off period, you must return the product(s) within 14 days after notifying us of the cancellation, ensuring compliance with our Returns Policy conditions.

If you cancel a contract within the 14-day cooling-off period, we will expedite the processing of the refund owed to you. Your refund will be completed within 14 days after the Partner receives your return or, if earlier, upon our receipt of evidence of your return. You will be responsible for the full cost of returning the product(s) to the Partner unless the return is due to a defect, in which case the shipping cost will be refunded by us.

For further information, please refer to our Returns & Refunds Policy.